IT System Engineer - Hybrid (Atlanta, GA)

Digital Insurance•Atlanta, GA

6d•Hybrid

About The Position

The IT Engineer (Level 2) provides day-to-day technical support and troubleshooting across the enterprise IT environment, resolving a broad range of hardware, software, network, and account-related issues for end users. This role builds on foundational IT support experience, handling moderately complex tickets independently and escalating issues beyond its scope to Level 3 engineers and above. This position is based in the Atlanta, GA area and follows a hybrid schedule, working in-office 3–4 days per week. The IT Engineer works closely with the broader IT Support and Infrastructure teams, follows established procedures and runbooks, and contributes to a positive end-user support experience.

Requirements

2–4+ years of experience in IT support, help desk, or a related technical role, with a track record of resolving moderately complex issues independently.
Working knowledge of Windows OS administration (desktop) and basic networking fundamentals (TCP/IP, DNS, Wi-Fi, VPN).
Familiarity with Active Directory, Azure AD/Entra ID, and Microsoft 365 account administration.
Exposure to endpoint management tools such as Microsoft Intune and/or SCCM.
Familiarity with ticketing systems and standard IT service management (ITSM) practices.
Strong customer service orientation with the ability to communicate technical concepts clearly to end users.
Good problem-solving skills with the ability to prioritize multiple open tickets.
Willingness to learn and grow technical skills toward a Level 3 engineering role.
Ability to work independently and collaboratively within a team environment.
Associate’s degree in Information Technology, Computer Science, or a related field required.
2–4+ years of hands-on experience in IT support or a related technical role.
Working exposure to: Active Directory and Azure AD / Entra ID
Microsoft 365 administration
Endpoint management tools (Microsoft Intune and/or SCCM)
Windows OS administration (Workstation)
Basic networking fundamentals (IP, DNS, VPN, Wi-Fi)
Ticketing / ITSM tools

Nice To Haves

Basic scripting or automation skills (PowerShell) a plus.
Relevant certifications preferred (e.g., CompTIA A+/Network+, Microsoft Certified: Modern Desktop Administrator Associate).
Bachelor’s degree preferred.

Responsibilities

Serve as the Level 2 (L2) point of contact for tickets escalated from the Service Desk / Level 1 support.
Troubleshoot and resolve hardware, software, printing, and connectivity issues for desktops, laptops, and mobile devices.
Manage and resolve tickets within established SLAs, keeping end users informed of status and next steps.
Perform basic to intermediate account and access administration in Active Directory, Azure AD/Entra ID, and Microsoft 365.
Support endpoint management tasks such as imaging, application deployment, and patch installation using Intune/SCCM.
Assist with routine network troubleshooting (connectivity, Wi-Fi, VPN) for office and remote users.
Escalate issues beyond scope or complexity to Level 3 engineers with clear documentation of steps already taken.
Maintain accurate ticket documentation and contribute to knowledge base articles for common issues.
Assist with routine server and workstation maintenance tasks under the guidance of senior engineers.
Support new hire onboarding and offboarding processes, including account setup, equipment provisioning, and access changes.
Assist with software deployments, upgrades, and patching in coordination with the broader IT team.
Help maintain accurate inventory of hardware, software licenses, and IT assets.
Follow established procedures and runbooks to perform recurring administrative tasks.
Identify and report recurring issues or trends to senior engineers for further investigation.
Partner with Level 1 support staff to help triage and resolve tickets efficiently.
Participate in knowledge-sharing sessions and training to build toward advanced (Level 3) technical skills.
Contribute ideas for process improvements that reduce ticket volume and improve resolution time.
Support IT projects and initiatives as assigned by senior engineers or IT leadership.